How to update a Ticket property based on the value of an associated Deal property ?

Smart CRM & Sales Hub CRM
1

Hello,

Here’s my issue: The sales team at my company completes a HubSpot form to create a ticket. Currently, the ticket owner is automatically set as the sales team member who submitted the form. I would like to create a rule in the ticket pipeline that updates the “Ticket Owner” field so that it matches the value of the “Customer Success Manager” property from the associated deal.

Question: Is this approach feasible with Hubspot ? If not could you suggest me an alternative approach ? Thank you!

2

Hi @NChamberland,

Sure, I would create this as ticket-based workflow:

  1. Enroll tickets based on association to deal where Customer Success Manager is known
  2. Use Edit record workflow action to copy value from Customer Success Manager on associated deal into Ticket owner

This is assuming that you have only one deal per ticket, or, that if there are multiple deals that the customer success manager is the same.

It would look like this:

karstenkoehler_0-1770806409685.png
karstenkoehler_0-1770806409685.png376×793 38 KB

In my case, I’m copying directly from the deal owner, you would update this to your success manager property.

You could also consider only updating the ticket owner if the ticket owner is unknown.

Let me know if you have any follow-up questions.

Best,

Karsten

3

Hi @NChamberland,

To update a ticket property based on an associated deal’s property value in HubSpot, use a ticket-based workflow that triggers on relevant associations and uses the edit record action to copy the value.
Set the enrollment trigger so tickets enroll when they are associated with a deal where [Deal Property] is known (or add a specific condition like is any of [value]). This ensures only relevant tickets enroll.

Select the target ticket property, then click to Copy a property value from an associated deal (scroll for the blue button option). Map the deal property to the ticket one.

You can also, add an If/then branch before editing: Check if the ticket property is empty to prevent overwrites.

4

@SanjayKumar please don’t share incorrect instructions - there is no “Copy property value” workflow action.

5

My intent wasn’t to mislead. What I meant was using the “Edit record” workflow action with the “Copy a property value” option from an associated record (the blue option that appears when you choose associated objects).

You’re right that there isn’t a standalone action literally called “Copy property value.”
I should have been clearer in the wording.